For the sales people, it rarely results in missed sales they care about. The ones who are super into this are almost always commission. If the company does less overall revenue (due to fewer overall sales), that is not a problem as long as they get more overall revenue (commission) due to the sales they land being ‘richer’. It’s a pretty classic owner/agent issue.
The company should care, probably, but there are also reasons for some companies to prefer high touch interactions - it gives huge insight from a product perspective, and can provide insights to tackle other verticals they might otherwise struggle to even know existed.
Going in volume does make good numbers though, if you’re setup in a way that you can keep it going. Toyota, Honda, etc. have very solid fleet and ‘pay the flat rate and go’ markets they serve.
Again I can vouche for seeing this in the physical industrial world. Sales only care about landing big deals with big margins, couldn't care less about many, many small fish. They wine and dine big clients and then build summer homes in the local hot spots off those projects commissions.
The company should care, probably, but there are also reasons for some companies to prefer high touch interactions - it gives huge insight from a product perspective, and can provide insights to tackle other verticals they might otherwise struggle to even know existed.
Going in volume does make good numbers though, if you’re setup in a way that you can keep it going. Toyota, Honda, etc. have very solid fleet and ‘pay the flat rate and go’ markets they serve.